Any of you guys have customers like this?

[JennM]

And then you have customers that will say "I've just got a quick question", when there's other people before them, and it ends up being 100 questions that they want answers to. :roll:

Wayne Sallee
Wayne's Pets
[email protected]

I learned a long time ago that there is no such thing as a "Quick Question".

Those quick questions usually end up being asked and answered a minimum of 5 times during the conversation. Usually the poser is trying to garner the answer he *wants* to hear, not the one he *needs* to hear.

One day, I had horribly laryngitis and this... ummm... rather unsophisticated individual had asked me the same question over and over - he'd lost all his freshwater fish for unknown reasons, and just wanted to "add something to the water" to make it into a saltwater tank. I explained that he'd have to strip the tank down, change the substrate, etc... each time I repeated my answer was difficult as I could barely breathe that day. When he asked me for the fifth time, I finally said, "Sir, I have already answered that question. Do you have another?"

$5 says he went to Petco and bought salt.

Jenn

 

[WayneSallee]

The younger child reached up into a 20-gallon tank I had for sale/on display to try to get an ornament out of it, nearly pulling the tank down upon himself. Jenn

I had visions of the tank crashing down on the kid, cutting him to ribbons. Jenn

A local wall-mart employee once used a 10 gallon tank to stand on to reach the top shelf. She went to the hospital.

Wayne Sallee
Wayne's Pets
[email protected]

 

[WayneSallee]

One day, I had horribly laryngitis and this... ummm... rather unsophisticated individual had asked me the same question over and over - he'd lost all his freshwater fish for unknown reasons, and just wanted to "add something to the water" to make it into a saltwater tank. I explained that he'd have to strip the tank down, change the substrate, etc... each time I repeated my answer was difficult as I could barely breathe that day. When he asked me for the fifth time, I finally said, "Sir, I have already answered that question. Do you have another?"

$5 says he went to Petco and bought salt.

Jenn

After answering the same question several times, I would have just sold him the salt. Because he probably went to another store like you said, and when he needs other stuff he will go there too.

Wayne Sallee
Wayne's Pets
[email protected]

 

[JennM]

But that's a double-edged dilemma. *Should* one knowingly steer somebody wrong? I don't think so. I was giving him good advice, but to enable him to do it the wrong way for the sake of a $16 bag of salt... not worth it.

Look at it this way - if I'd have thrown up my hands and sold him the salt, sand and whatnot and he did it "wrong" and then failed miserably, as I'm quite sure he would have, then if and when he did get a clue, he'd plaster my store name all over the Internet as a crappy LFS that took advantage of him.

There's no right way to do that. Lose the sale and preserve credibility, or take the dummy's money and risk bad word-of-mouth. No thanks. The bigger picture is what I'm looking at.

I see threads on lots of forums, bashing LFS for "selling" the hobbyist substandard equipment and the wrong equipment etc. Whose responsibility is it? IMO it's the buyer's responsibility to make informed choices - for equipment and livestock. However most people take the LFS' word for it and buy whatever's shoved at them, and they don't care until they have a problem or learn that the bargain SeaClone wasn't a good deal after all - they should have bought a CPR or AquaC for a few dollars more.

You never see anyone say that the LFS *tried* to advise them to buy quality equipment and they'll admit they cheaped out - but I'd bet that in many cases (obviously not all cases), the CUSTOMER is the one who cut corners and cheaped out, and now they blame the clerk that rang it up.

Nope - I don't mind losing that sale - that individual clearly showed me he wasn't interested. First thing I showed him was Fenner's book - and advised him that he should do some reading before taking on this as a hobby. He looked at the back of the book for the price, raised his eyebrow and put the book back. He was in here that day strictly on impulse. He'd lost a tank full of freshies for unknown reasons - didn't care - just wanted to try something different without any care or forethought. He wasn't long-term customer material from the start.

Customers like that kill a lot of fish, take a TON of time asking questions that they don't really want the answers to, then they go and do whatever they feel like, whether it's wise or not. Then they come back to me when it's all FUBAR, expecting me to wave a magic wand to fix it. No thanks.

Honestly, I'd rather spend that time with people who are interested - they are likely to remain long-term customers.

Jenn

 

[WayneSallee]

Yea I don't mind loosing a customer that is just going to waist my time. Let them waist the other store's time. :lol:

But when I tell a customer that something won't work, and he insists on doing it anyway, I'll sell him the product.

Scenario 1

Customer wants to buy something, and I tell him it won't work. Customer insist on doing it that way, and so I sell it to him. Customer goes home with product, and then later realizes that I was right. Customer then comes back, and says "I should have listened to you. You were right". Customer then is quicker to listen to my advice. Customer keeps shopping here because he will be told the truth, and not lied to.

Scenario 2

Customer wants to buy something, and I tell him it won't work. Customer insist on doing it that way. I strongly tell him it won't work. Customer says ok, and leaves. Customer goes to other store, and buys the product. Customer then later realizes that I was right, but is too embarrassed to come back. Customer is also a bit miffed that I would not sell him what he wanted. Customer continues buying from the other store even though the other store told him that what he wanted to do would be fine, and it was not.

Wayne Sallee
Wayne's Pets
[email protected]

 

[dizzy]

You guys really think the customers are just loyal to one store? :lol:

 

[WayneSallee]

You guys really think the customers are just loyal to one store? :lol:

lol no, but customers do have thier favorates, and they know of stores that they hate going to.

Wayne Sallee
Wayne's Pets
[email protected]

 

[WayneSallee]

When you go to a hardware store, there is one store you will go to first. If they don't have what you are looking for, you will go to another hardware store, if they don't have what you are looking for you will go to another hardware store. You already know which store is highest on your priorities to go to, because you know which stores you like best.

Wayne Sallee
Wayne's Pets
[email protected]

 

[JennM]

Scenario 1

Customer wants to buy something, and I tell him it won't work. Customer insist on doing it that way, and so I sell it to him. Customer goes home with product, and then later realizes that I was right. Customer then comes back, and says "I should have listened to you. You were right". Customer then is quicker to listen to my advice. Customer keeps shopping here because he will be told the truth, and not lied to.

OK - I have done this. A few weeks ago this guy, who's been coming in here for years, but only bought a tank (used - from somebody else) recently came in. He's one of those people who makes you feel uncomfortable for no particular reason and he has boudary issues with 'personal space'. Anyway, he was looking at some used odds and ends I had for sale - I have stuff that people bring in to get rid of - filters and such, we clean them up, repair them and sell them as used, mostly kids and DIYers buy such stuff. Anyway I had an old 8 W Lifegard UV module... no ballast, no lamp. Wanted $5 for it. Dude asked me if he could make a mechanical/chemical module out of it. I am almost positive that won't work - the UV module is different from the others - so I showed him a mechanical/chemical module, and explained why I didn't think it would work. Well he "argued" with me that he could - so I said, OK and sold him the thing. It's been kicking around here for years

He came in the other day again - I didn't dare ask if he was successful. He's one of those types that will buy anything that's a 'bargain'... he bought up a pile of used powerheads (all in good working order) just because. He didn't need them - but they were cheap LOL!

Hardware and stuff like that I don't make a federal case out of if they really want to buy it. Livestock is a different story.

Jenn

 

[Anonymous]

When you go to a hardware store, there is one store you will go to first. If they don't have what you are looking for, you will go to another hardware store, if they don't have what you are looking for you will go to another hardware store. You already know which store is highest on your priorities to go to, because you know which stores you like best.

Wayne Sallee
Wayne's Pets
[email protected]

Darn tooting When all other options fail, I take that lonely stroll thru that huge warehouse with people with orange vests running away from you, or offerring you bad advice. Good thing I know what I'm looking for, prior to enterring that place

 

[WayneSallee]

Here's another one. :lol:

The store hours are prominently displayed on the door.
10:00am to 8:00pm
Then at 9:00pm someone comes up and finds the door locked, knocks on the window, and mouths the words "Are you closed?" :roll:
I won't even answer such stupid questions any more. I just walk away. I've got work to do so that I can go home.

Wayne Sallee
Wayne's Pets
[email protected]

 

[JennM]

LOL that happens ALL the time with us - I put in a lot of hours.

My store has had the same hours since we opened 4 1/2 years ago. Closed Mondays, open at 4 on Tuesdays, and "normal" hours the rest of the week - open at 10, close at 8, 'cept Fridays and Sat, close at 6... Sunday 1-5. Have never deviated from this.

I do *work* on Mondays and the early part of Tuesdays but often we're in and out throughout the day. Lights are off, sign says "CLOSED" with hours posted right at eye level. People walk up, pull the door - get this astonished look when they realize it's locked. Then they try it again a time or two, cup hands, peer in the window and if they see me there, I get a 'lost puppy' look. Most people fail to notice the sign that they have to look around to peer in the door... the one that says "CLOSED" and with all the hours posted on it... selective blindness I suppose...

I end up feeling guilty - so I usually go to the door if I'm there, open it a crack and ask if I can help them. If it's somebody who *needs* something, I'll certainly let them in - or if they want to buy a system but 9 times out of 10, they'll just say, "Oh, I just want to come in and look." At that point I politely tell them that we open at whatever time, or that I'm closed today... and you wouldn't believe the looks I get. I used to let anyone and everyone in... thinking that even if they weren't buying *today*, perhaps they'd remember my kindness and come back another - doesn't happen.

If I let the tire kickers in, I don't get my *work* done, which is the purpose of being closed at those times. Most of the other businesses in my strip mall are also closed on Mondays, except the restaurant at one end, and the dry cleaner at the other.

It also astonishes me when people asked when I "changed" my hours - I haven't - ever. They're also surprised to find out I'm not there 24/7. It just feels that way *g*. People phone the store at all hours of the day and night... and not for anything that couldn't wait til regular business hours.

The other thing that REALLY kills me, are people that show up 5 minutes before closing - or worse - 10 minutes AFTER closing, for no particular reason other than to shoot the breeze about their tanks, their cyanobacter problem...the kewl worm-looking thingy in their live rock... If they have a need, I'll see to it, but some folks just think I enjoy staying there for an hour past closing, 'just because'. It's not like I wasn't there for 10 hours prior to their arrival :roll: or even longer...

I wonder how these people would react if I showed up at their place of work when they were ready to go home? Would they want to hang around and chew the fat? Or would they just tell me it's after hours, and close the door, or refuse to open it, or not answer the phone? Betcha some of those same people who have no problem keeping me late, would be some pissed if I did the same to them... funny how that works.

One night a few weeks ago - the guy I was referring to in an earlier post, who insisted he could make something out the old Lifegard UV module - that night when that happened, he arrived at 6, we close at 8, and at 8:30, with my staff leaving and all the lights shut off, I finally told him I *needed* to go home. I don't know how much longer he'd intended to stay - and I hate to be rude, but IMO it's rude to keep somebody unreasonably long after work unless there's an urgent purpose for doing so. He left - 10 minutes later... took his time... spent a whole $10 in his 2 1/2 hours picking our grey matter.

Every sale is important - and I keep trying to live by that, but sometimes I think it's more work than it's worth for some folks!

Jenn

 

[Anonymous]

I once had a dude call me before I closed and once he found out he couldn't make it there before I shut the door he asked me to please wait for him. I told him I had company coming over that evening and I had to be back home.

He pleaded and assured he would be there just a few minutes after I was supposed to close. He had never been and really wanted to come by.

I reluctantly agreed. The dude showed up.....more than an HOUR after I was supposed to have closed. That wasn't the kicker though. He wanted...no lie....ONE astrea snail. ONE! I told him to give me a dollar and I'd give him two just so that I didn't have to make freaking change for a dollar. Ugh I was sooo pissed.

My hours at the store followed my hours at my other job. One time a kid called and I said I would be closed because I had to go to work later in the day. I was under the impression he understood.

Later I get a call on my cell from the kid saying he was there and didn't understand why the door was locked. I asked if he was the same person from earlier and he said he was. I explained that I had previously told him I would be closed at the time he was planning to come by. He said ok and hung up. A few minutes later I get another call. It was his father. He wanted me to leave my job and go to the store so I could open up and let his kid look around. LOL

 

[JennM]

It's amazing what people will expect. Did you ask the father to leave his work too?

I don't mind staying a bit late if a customer has an urgent need. I've had customers find me at home late at night or very early in the morning for bona-fide emergencies...

I stayed open til 7:30 one Christmas Eve because a regular of mine had a major seam failure in a crappy tank he'd bought from a crappy manufacturer (he didn't buy that tank from me). We tanked his stuff until we could get him a good replacement tank, made by a real manufacturer. He later gave me a glowing testimonial in a magazine layout we did... one good turn deserves another

Another time I got a call at home at 6:45 AM - another customer who'd bought their tank elsewhere, before I even set up my store, had a major seam failure on a 155 Bow... I was happy to get on the road and arrange a replacement tank for them. Actually 3 stores were involved, and the local club, in getting them back up and running within 12 hours.. new tank, new plumbing, rescued livestock... that was a great "group effort"... and curiously, the store from which the original tank was purchased, wasn't one of the 3 stores that pitched in to help. Even though the tank was about a month out of warranty, AGA provided a free replacement, and paid for the time and supplies it took to get the situation remedied. Kudos to everybody on that one - the client had a few losses (he had a lot of SPS and clams in that tank, and lost some in the trauma), but a bad situation was solved relatively easily with the co-operation of all involved.

Still another time I got a call at home at 9:30 at night, customer's Mag 12 pump failed. I met him at the store and he bought another pump, even though I offered to replace the impeller in his existing one because I thought that was the problem. He was just glad to be able to get the pump that late on a Sunday night, and I made a $100+ sale instead of a $20-ish sale (impeller only). Another day, during business hours, he brought in the 'defective' pump, I replaced the impeller, which he was happy to buy - now he's got a backup

Things like that I don't mind - that's part of what I do, and that's what sets us apart from etailers and big boxes that don't provide extras. I charge for stuff like that but in a crunch, people are happy to pay a reasonable fee for such services, and are very grateful that those services are available.

It's the people that waste our time, during and especially outside business hours that make me crazy. I've had people call me at home for stuff that could have waited... now my home phone is unlisted, and very few people have my cell number - only those whom I deem to have enough common sense to only use the cell number if it's really necessary, get that privilege. As always, a few morons ruin it for the rest Plenty of people email me for help and advice, and if I'm at home or at work, I answer promptly.

I think a lot of folks don't realize that we too, have lives. I'm very passionate about my job, and my business, but I do have other, higher priorities such as my children... my friends, my extended family... and we should not have to compromise that or apologize for it.

Jenn

 

[JennM]

Well I feel like Ned the bank loan guy from the Ditech commercials...

"Lost another loan to Ditech"

In this case, I just lost another sale to Petsmart.

Guy just came in and bought $3.50 worth of RO/DI water. Asked me some questions about a cloudy water issue he's been having, I've tested his water on numerous occasions (free), he's picked my brain for 15 minutes today, and plenty of other times...

I made some suggestions as to what he can do, use Purigen etc. or Phosguard for phosphate control.

At the conclusion of our conversation he happily announced to me he's off to Petsmart to buy that stuff cheaper. He prints the online price from their website then goes in to the store and gets it at the etail price.

So I've solved his problems for free, and saved him money because he didn't buy anything.

Petsmart's advertised price on the products I suggested is well below my cost. Another stab in the back.

I don't blame a person for saving a buck, but it's really crappy to use my time and resources, then ANNOUNCE that he's going to buy elsewhere. Talk about adding insult to injury

Jenn

 

[Anonymous]

Did you explain the situation to him.

BTW, I hate when that happens.

 

[JennM]

Yep... I diplomatically bought him a ticket for a guilt trip He was unphased.

Said he buys all his fish from me - well that's nice - fish and RO water - but he's also perusing an onliner for an RO unit and asked if I could match or beat the price - I told him to give me the specific model and I'd see, but truthfully I probably won't be able to, even selling at cost. Then I lose his $3.50/week RO purchase.

It's my main focus to help hobbyists - that's what sets me apart from the Petcos and Petsmarts and whatnot... but as I explained to him - that doesn't keep my lights on.

Oh well... thankfully he's in the minority... but I won't be as inclined to bump him to the front of the queue for a free water test going forward. Perhaps next time before I try to figure out what his issues are, I'll ask him what Petsmart said... (and he's got a marine tank...)

Jenn

 

[Anonymous]

Perhaps next time before I try to figure out what his issues are, I'll ask him what Petsmart said... (and he's got a marine tank...)

Jenn

I always do the same thing! You can tell they realize what they're doing. Some even seem to get a little embarrassed. Someone comes to me and wants all sorts of support for the product they bought somewhere else. First thing I ask..."well what did the place you bought it from say?" "Oh they won't sit here and AIM with you at 11pm to help you figure out what's wrong?"

 

[Rascal]

C'mon Jenn, you know this is just a hobby. Like you have anything better to be doing with your time :wink:

Oh, has everyone noticed I still have an AQUARIUM STORE in a POD FOR SALE Lol. Your stories are one of the major reasons for coming to the decision to 'move on'. I found myself all too often helping out the enemy...mail order, Petsmart, etc.

 

[JennM]

I've suggested politely that people consult the dealer they bought stuff from... whether it be a dot-com, or another hobbyist if they bought it used. If I sold the original piece of equipment and it's under warranty, no problem I'll support it. I've also helped a few when they had warranty issues and the local place they bought it has gone out of business.

However nothing galls me more than somebody bringing in some POS equipment they bought online, and ask me to either assemble it, repair it, replace it, refund it or otherwise... THEN I tell them they need to go to the dealer they bought it from.

I even had a lady buy a little betta kit, came with food, water conditioner, gravel, fake plant - and she also bought the fish. She opened and used the little habitat, then decided she wanted something different, so she boxed it all back up and brought it back expecting a refund. Ummm it wasn't defective so I can't return it to the wholesaler, and it wasn't new anymore so I couldn't resell it. I literally told her I'm not Walmart (and I did so politely... of course), and refused to take the item back. If it had been new in the package, unused, then sure - but I wasn't about to eat the cost of the item because she changed her mind. Hell I spent half an hour helping her decide what colour she wanted!!! :roll:

Oy vey... why am I in retail again?!

Gotta say threads like this are very therapeutic - somebody's always got a customer who's worse than mine - and it's good to vent humourously about it

Jenn